Founding Customer Success Manager

Overview

JustTip is seeking a Founding Customer Success Manager based in Dublin or London to develop and lead their customer success efforts. This pivotal role involves designing the customer success function from the ground up, managing client relationships post-sale, and assembling a team to sustainably scale this vital department.

About JustTip

JustTip is a fast-growing pioneer in the micro-payment and tipping industry, operating throughout Ireland and the UK since 2021. Honored with National FinTech of the Year and FinTech Team awards in 2023, JustTip revolutionizes hospitality tipping by automating collection, allocation, and payment processes for tips and service charges, directly depositing funds weekly to employees’ bank accounts. With 380% year-over-year growth, over 25,000 staff supported across 1,000+ businesses, and a target to reshape the £63BN tipping economy under shifting regulations and digital payments, JustTip promotes financial enrichment for hospitality and zero-hours workers. Their small, value-driven team commits to positive social impact.

Why This Role Matters Now

The recent UK legislation introduced substantial compliance requirements for hospitality businesses around tipping, with liabilities up to £5,000 per employee for errors. JustTip’s software solutions, including the first self-service tronc product, address these challenges and have garnered rapid customer adoption. The company now needs a dedicated expert to ensure customers fully realize value from their investments and to create scalable processes that foster long-term customer loyalty and growth.

Key Responsibilities

• Create and oversee the entire customer success function; develop strategies, playbooks, health scoring, and operating models using HubSpot for scalable impact.
• Manage end-to-end client onboarding, from contract signing to confident venue activation, incorporating automation for repeatability.
• Set up complex tipping and tronc policies tailored to different venues with emphasis on the innovative self-service tronc product.
• Maintain and grow a portfolio of UK and Ireland client accounts through relationship management, renewals, and upselling.
• Drive customer retention and revenue by analyzing usage, engagement, and proactively addressing churn risks.
• Identify and realize opportunities for upsells and cross-sells across existing accounts.
• Own and evolve HubSpot as the core system for customer success operations aligned to growing team needs.
• Facilitate feedback from customers to product teams to influence roadmap development.
• Recruit, mentor, and lead a customer success team to scale operations effectively.

Measures of Success

Success will be evaluated by defined customer success metrics including strong logo and net revenue retention (NRR), minimized churn, improved customer health scores, and faster onboarding cycles enabled by automation.

Candidate Requirements

• Minimum of 2 years experience in customer success, onboarding, or account management; prior ownership of retention and expansion preferred.
• Experience building processes, playbooks, or a customer success function independently rather than working within existing frameworks.
• Demonstrable leadership abilities with a readiness to build and lead a team.
• Proficiency in HubSpot with capabilities to create pipelines, sequences, and workflows; familiarity with dedicated customer success platforms considered advantageous.
• Data-oriented mindset with competence in monitoring NRR, churn, and health scores to report to leadership.
• Excellent written communication skills with warm, engaging style that elicits responses and fosters relationships.
• Proactive, self-starting attitude with the ability to identify gaps and implement solutions without prompting.
• High emotional intelligence, ambition, and dedication to enhancing the service industry experience.
• Residency or willingness to relocate to Dublin or London required.

Compensation & Benefits

• Competitive salary coupled with meaningful equity participation as a founding team member.
• Hybrid work arrangement with 1-2 remote days weekly from offices in Dublin or London.
• Comprehensive employee development program including training and mentorship by experienced professionals.
• Gym membership and pension plan among other standard benefits.
• Inclusive, innovative, transparent workplace culture with a strong emphasis on employee ownership and enjoyment.

Additional Information

This is a foundational leadership role offering the opportunity to shape customer success at a rapidly expanding fintech focused on revolutionizing the hospitality tipping ecosystem. Interested applicants are encouraged to submit a CV and a brief motivation note explaining their suitability and enthusiasm for this unique position.